Course Overview

First impressions matter. Whether you're greeting a customer face-to-face, over the phone, or online, those early moments can set the tone for the entire relationship. A positive first contact helps build trust and shows customers they're in capable hands.

This course will help build on your customer focus, communication and interpersonal skills. You'll explore what customers notice first, how your appearance, behaviour and tone can shape their experience, and ways to adapt your approach to different people and situations.

Learning Objectives:

• Explain how first impressions influence customer trust
• Identify key behaviours that create a positive first contact
• Summarise how appearance and environment shape customer perceptions
• Adapt your approach to meet different customer needs
• Explain how to build rapport from the first interaction